Fuzzy Logic and Decision Making Applied to Customer Service Optimization
In the literature, the Information Technology Infrastructure Library (ITIL) methodology recommends determining the priority of incident resolution based on the impact and urgency of interactions. The RFID model, based on the parameters of Recency, Frequency, Importance and Duration in the resolution...
| Autores: | , |
|---|---|
| Tipo de recurso: | artículo |
| Fecha de publicación: | 2023 |
| País: | España |
| Institución: | Universidad Complutense de Madrid (UCM) |
| Repositorio: | Docta Complutense |
| Idioma: | inglés |
| OAI Identifier: | oai:docta.ucm.es:20.500.14352/104608 |
| Acceso en línea: | https://hdl.handle.net/20.500.14352/104608 |
| Access Level: | acceso abierto |
| Palabra clave: | Fuzzy logic Machine learning AHP RFID Making-decisions Contact center Customer value Estadística aplicada Teoría de la decisión Inteligencia artificial (Informática) Lógica simbólica y matemática (Matemáticas) Administración de empresas Investigación Comercial 1209 Estadística 1209.04 Teoría y Proceso de decisión 1102.08 Lógica Matemática 1203.04 Inteligencia Artificial 5311.05 Marketing (Comercialización) |
| Sumario: | In the literature, the Information Technology Infrastructure Library (ITIL) methodology recommends determining the priority of incident resolution based on the impact and urgency of interactions. The RFID model, based on the parameters of Recency, Frequency, Importance and Duration in the resolution of incidents, provides an individual assessment and a clustering of customers based on these factors. We can improve the traditional concept of waiting queues for customer service management by using a procedure that adds to the evaluation provided by RFID such additional factors as Impact, Urgency and Emotional character of each interaction. If we also include aspects such as Waiting Time and Contact Center Workload, we have a procedure that allows prioritizing interactions between the customer and the Contact Center dynamically and in real time. In this paper we propose to apply a model of unification of heterogeneous information in 2-tuple linguistic evaluations, to obtain a global evaluation of each interaction by applying the Analytic Hierarchy Process (AHP), and in this way be able to have a dynamic process of prioritization of interactions. |
|---|